The dreaded INR case - simple delivery

soolin

Got a message saying a buyer has opened a request/case and to check details and respond, and I got the usual sinking feeling wondering what item this time is lost. Was very happy to see this when I logged in:

We want to let you know that your buyer opened a request because they haven’t received their item.

We see that the item is on its way to the buyer. Since you chose Simple Delivery, we’ve got everything covered from here. There’s nothing you need to do. We’ll take care of delivery, resolve any further issues, and inform you when the request is closed. A £20 item so I'm pleased I don't have to worry.

red_boots2

One of the few positives I have found from Simple Delivery. I have had more parcels get lost since they brought it in, but never have to do anything.

The only thing I find strange is how often they tell me they've reimbursed the buyer despite having POD on an INR case.

molerat

Surely covering these losses can't last long unless the BPF is more than covering the losses leaving a bit in the bank. They may also have a deal with the couriers with the cost per parcel being peanuts and Ebay cover losses.  

se2020

molerat said:

Surely covering these losses can't last long unless they reckon the BPF is more than covering the losses leaving a bit in the bank. They must also have a deal with the couriers covering late / no deliveries or the cost per parcel is actually peanuts.

They must be making a huge profit on the postage.
About 80% of my items have cost more via SD than they would have done otherwise. 
And I never really used 2nd class or letter before SD so they mymust be making even more from those sellers.

I have noticed the same, most of the INR claims I have had have been refunded by ebay (and I've kept the sales money) even though tracking shows delivery.  Most of the tracking photos in these cases have been useless though.
Maybe ebay just suck it up or maybe ebay have some sort of arrangement with the carriers to actually get paid out for claims like this?

Either way, I guess ebay are keeping records of buyers that 'don't receive' items and they will stop them eventually?

soolin

My SD case has been closed with 2 conflicting messages.
The case says:
~~~
Hi xxx We reviewed this case and have closed it without any refund to the buyer.

The case will not affect your seller performance. Any Feedback left for this transaction will be removed.

The tracking information you provided shows that there was an attempted delivery to the buyer's address. The buyer is responsible for getting the item from the courier.

~~~

However on the message thread it says :

~~:smile:

Here's the case outcome

eBay Customer Support has refunded the buyer.eBay Customer Support has refunded the buyer.

We'll be issuing the buyer with a refund in this case. You don't need to do anything else. This case won't be included when we evaluate your seller performance.We'll be issuing the buyer with a refund in this case. You don't need to do anything else. This case won't be included when we evaluate your seller performance.

Note: It may take up to 24 hours for this information to be updated in your Seller Dashboard.Note: It may take up to 24 hours for this information to be updated in your Seller Dashboard.

Case detailsCase details

OutcomeOutcome

You weren't found at fault.You weren't found at fault.

More detailsMore details

The tracking information you provided shows that there was an attempted delivery to the buyer's address. The buyer is responsible for getting the item from the courier. This case will not affect your seller performance. Any Feedback left for this transaction will be removed.
~~~~~

I suppose having read it a couple of times the first message might imply that 'I' have not refunded the buyer, but if that was the case then it is very poorly written. 

savergrant

I'd guess they told the buyer they weren't getting a refund and the buyer has appealed (or the courier has admitted liability)so ebay are refunding after all. Never known the buyer being responsible for getting the item from the courier but maybe if the property is inaccessible?

soolin

savergrant said:

I'd guess they told the buyer they weren't getting a refund and the buyer has appealed (or the courier has admitted liability)so ebay are refunding after all. Never known the buyer being responsible for getting the item from the courier but maybe if the property is inaccessible?

Possibly, but the two messages were within a minute or two of each other. I'm pleased the buyer got their refund, as I agree, an attempt at delivery is not the same as 'delivered'.